Custom Fence Company

We purchased a 2-​month-​old home with a fence provided by Custom Fence Company. Within a month, four of the primary fence posts began warping and twisting, causing sections of the fence to disconnect (i.e. the fence was falling apart). In addition, one of the decorative wooden balls on top of the fence posts rotted and fell off. I contacted the home builder who said the fence was covered under a warranty provided by Custom Fence Company and asked me to contact the owner Lester Warby.
Over the course of the next week, I called and left two voicemails for Lester who never called me back. I was ultimately able to reach him on the phone, and I explained the issues. Lester said he’d have someone come out to inspect the fence. A few days later, I came home to find that the fence post cap had been replaced with an incorrect size (obviously too big) without confirming with me. I again tried to reach Lester on the phone, leaving multiple unanswered voicemails, until I was able to reach him on the phone a week later. I explained the new issue, and he said someone would come back out to fix it. I asked to be contacted before work was done, but the next day the fence post cap was replaced again with an incorrect size — too small this time. Again, I left multiple unanswered voicemails for Lester until I was able to reach him on the phone about two weeks later. I explained the continuing issue, and we agreed on an appointment that Saturday at 9 AM when someone would fix the issues. On Saturday, I waited for 3 hrs, but no one showed up. I left multiple voicemails for Lester, but I never received a return call or explanation for the missed appointment. I was never able to get in touch with Lester again. I called multiple times and left at least two more voicemails. I never received a return call, and I was left with a fence that was falling apart even though it’s only a few months old.
Lester only contacted me after I filed a BBB complaint with the complaint above. In his response, he never acknowledged his lack of communication or wasting of my time. He misrepresented the work that was done and said the fence post cap was only provided in one size even though his company had itself installed three different sizes. He said his foreman inspected my fence and reported there were no issues despite the fence panel that was falling off. The spirit of his response was, «There’s no way you could be having issues with your fence since we use standard construction materials.» There was zero accountability for poor product quality or communication.
I have since worked with a different vendor that was magically able to respond to my phone calls and replace the rotting /​warping pieces with new ones of the correct size (imagine that!). He showed me how Custom Fence Company had improperly attached the wooden ball to the fence post using too little screw and too much glue. Custom Fence Company may be one of the biggest (and better?) companies in the NW, but I would never recommend them due to lack of accountability and communication. If they build your fence and you have any issues, you’re out of luck.